Gabriela De Abreu Valério
São Paulo,ES
Summary
I'm a proactive and passionate professional dedicated to delivering exceptional customer experiences and helping clients achieve their goals. With over 5 years of experience, I excel in analyzing system performance and security to enhance user experiences, consistently exceeding productivity targets while staying informed about company offerings. My strengths include understanding customer needs, tailoring solutions for long-term success, and solving problems swiftly to retain customers. I'm adept at managing multiple projects with high accuracy, working well under pressure, and independently driving results. With strong communication skills, I have a proven track record of retaining and growing accounts, improving customer satisfaction scores, and increasing revenue. I thrive in fast-paced, high-growth environments and enjoy collaborating with cross-functional teams to achieve success.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Support Specialist
WISE
06.2024 - Current
- Actively managed cases in Portuguese, English, and Japanese (primary queue)
- Solved complex issues while maintaining top-quality customer support.
- Drove change and improvement for customer support team by identifying enhancements and forwarding suggestions to senior leadership.
- Supported team as buddy and continued to mentor and assist newbies through side-by-side coaching sessions.
Customer Support Associate
WISE
06.2023 - 06.2024
- Maintained high performance in handling both Portuguese and global cases, consistently meeting key performance indicators (KPIs) through effective email and phone support.
- Contributed to the development and delivery of team training sessions, enhancing overall team performance and knowledge.
- Spearheaded a project to improve wrap-up time by creating a Knowledge Management (KM) resource, streamlining processes and boosting efficiency.
- Acted as a team buddy and mentor, providing side-by-side coaching sessions to support the onboarding and development of new team members.
Bilingual Technical Support - Social Media
Teleperformance
05.2021 - 01.2023
- Responded to customer inquiries promptly and efficiently through phone, email, or chat while delivering excellent customer service.
- Troubleshooted technical issues and providing clear, concise solutions to resolve them.
- Collaborated with other technical support team members to address complex technical issues and provide timely resolutions to customers.
- Maintained accurate and detailed records of customer interactions, including issue resolution and follow-up actions, to ensure effective communication and handoff between support teams.
Customer Support Agent
Concentrix
02.2019 - 05.2021
- Responded to customers inquiries and concerns through multiple channels, including email and chat, while maintaining a high level of professionalism and customer service.
- Resolved customers issues and complaints in a timely and effective manner, and escalating complex issues to management when necessary.
- Stayed up-to-date with industry trends, new banking products and services, and regulatory requirements to provide clients with the most accurate and relevant information.
Education
Marketing
University São Judas
São Paulo, Brazil06.2025
Customer Experience Management - undefined
FIAP
São Paulo, Brasil01.2023
Customer Success: How to Win and Keep Customers - undefined
SEBRAE
São Paulo, Brasil01.2023
Certification
- Performance Management: How to Define Goals and Evaluate Performance - LinkedIn
- How to Assess Team Performance -LinkedIn
- Customer Service: Handling Abusive Customers - LinkedIn
- Governance, risk, and compliance - LinkedIn
Timeline
Customer Support Specialist
WISE
06.2024 - Current
Customer Support Associate
WISE
06.2023 - 06.2024
Bilingual Technical Support - Social Media
Teleperformance
05.2021 - 01.2023
Customer Support Agent
Concentrix
02.2019 - 05.2021
Marketing
University São Judas
Customer Experience Management - undefined
FIAP
Customer Success: How to Win and Keep Customers - undefined
SEBRAE
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